An abandoned call threshold is a time which can be set in the ACD. The effect of this is that the abandoned calls which occur within the 'threshold' are not included in abandon call and service level calculations.

The reason for the threshold is to account for callers who genuinely disconnect the call other than for a queue wait time. This could be due to misdialling, being interrupted or similar. The call is, therefore, excluded as organisations feel they may not have had the appropriate opportunity to answer the call.

The threshold can vary between organisations and can be anything up to 10 seconds. The threshold should not be set too high as in, some cases, the call may be a repeat, where the caller has previously waited a long time, may not be prepared to wait as long on a redial.